IT Director | IT PMO for TELUS International - Implemented ServiceNow for ITSM and CSM replacing a legacy Service Desk solution- Launch of new TELUS International location in China- Integration of Voxpro with TELUS International - Integration of Xavient with TELUS International- Integration of Competence Call Center with TELUS International- Integration of Lionbridge AI with TELUS International- Global deployment of next generation enterprise firewall solution spanning 11 countries across 4 continents- Supported drive to global PCI and ISO 27001 certifications- Integration of Intersect HP- Integration of Humania BPO- Integration of WillowTree Apps

PROJECTS / PEOPLE MANAGEMENTData Legal Hold Project• Managed North American Consumer Operations mandated data collection initiative across multiple North America sites, offshore locations and remote users securing 99.6% of target devices• Directed multiple site support teams in the securing of physical or logical hard drive copies, facilitating team engagement and achievementDesktop Optimization Program (DO)• Successfully migrated over 155,000 devices with less than 0.01% devices remaining non-compliant • Drove integration success by ensuring all applications (over the counter and internally created), maintained functionality in the new operating environments and resolving migration escalations• Served as a global Subject Matter Expert (SME) for Accelerate system used to coordinate deployment schedules, hardware orders, licensing, imaging, delivery, installations and system retirements• Coordinated and prioritized business requirements targeting compliant platforms including thick client, thin client and virtual machinesGlobal Coordinator for the Operating System Manager (OSM)• Created program and process guidance direction for the application of global OSM technology, improving site migration capacity 400% to support a higher volume of migrations with less local effort, no off-hour support and no end user downtime• Bridged Engineering and Support team efforts, ensuring continual functionality, ongoing work plans, issue resolution and developing a common understanding of the long term strategy for the productCloud Desktop Stabilization (CAP) Project• Co-led Root Cause Analysis of CAP environment instability; Drove the separation of VRU ticket traffic to clearly separate CAP from Virtual Desktop improving ticket response time and resolution by 22% North American Coordinator Desktop Privileged Access Management (DPAM)• Implemented administrator access to all thick clients using DPAM, achieving 100% audit compliance

Managed $4M operational budget supporting, desktops, servers, voice and data telecom, video conferencing and cable infrastructure, achieving financial target of 10% run-rate reduction.Guided team of 6 managers and 72 employees and contractors providing services to 13,700 end users with >16,440 associated computing devices across 15 locations in 5 states.Cultivated internal client partnerships with engineering, project management, data storage, development, security and compliance teams, establishing a 93% customer relationship satisfaction rating. Led support function restructuring and outsourcing efforts, resulting in annual savings of $1.8M.Supported firm-wide transition to Voice over IP technology, eliminating local PBXs and saving $1.3M.Led Desktop Governance team of SME’s across multiple technology functions setting direction for 55,000 end user devices in North America; Encryption, scripting, automation, and third party delivery.

Led 325 employee and contractor team with a tiered management structure supporting desktop services for 155,000 staff across the United States, Canada and Puerto Rico.Transitioned support organization from NAIT to CTI achieving improved departmental coordination and reducing response times by 66%.Oversaw the Dell outsourced staffing relationship including staffing, billing and account management.Championed PC refresh effort replacing 15,388 desktops and 8,800 monitors across North America.Managed the deployment of PointSec hard drive encryption and recovery on 12,322 laptops.

Led newly created North America IT group supporting 10 locations and 17,500 end users, achieving an internal service satisfaction rate of 99.3%.Fully integrated 3 Sears Customer Service Centers with 3,600 users into the Citi environment.

IT Manager - Global Business Systems and TechnologyOversaw the Help Desk , PC, DBA and Network Support organizations, managed $9M budget and 17 staff across Denver, Chicago and Montreal managing Wintel, UNIX, NAS and FileNet environments Established Canadian Operations Service Center and supported migration of Canadian Data CenterCoordinated all technology aspects of facility move of 800 users and 1,500 devices, with limited disruption to production floor

Operations Manager and Unit Manager supporting Operations Process Engineering and Support, Service Quality, Travel Industry Professional Sales, Correspondence, Telephone Services and Fraud Control

Corp of Engineers, Ft Carson, CO